Technical Support Specialist

We’re Watts. Together, we’re reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

What we do:

For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead.​

Job Summary:
We are seeking a dedicated and detail-oriented Technical Support Specialist to join our team. This individual will be the first point of contact for clients needing assistance with our Leak Defense System. The ideal candidate has a strong technical aptitude, excellent communication skills, and a passion for helping others resolve issues efficiently and effectively.

Key Responsibilities:

• Handle incoming technical support calls related to Leak Defense Systems.
• Troubleshoot product issues and guide clients through problem resolution steps.
• Identify and coordinate the shipment of warranty replacement parts as needed.
• Identifying and correcting more complex problems associated with start-up.
• Developing on-going relationships with customers to secure future business.
• Train customers on the features of the equipment they have purchased.
• Provide pre-installation, during-installation, and post-installation support to installers.
• Assist alarm technicians with the integration of our systems into whole-home monitoring setups.
• Manage and respond to support-related emails and voicemails in a timely and professional manner.
• Document interactions, issues, and resolutions accurately in our support system.
• Collaborate with internal teams to escalate unresolved issues or provide feedback on common problems.

Qualifications:

• Previous experience in a technical support role preferred.
• Some knowledge of electronic devices, electrical systems, and plumbing is preferred
• Computer experience including MS Office Suite, Internet Explorer, Workflow and Database Management
• Superior communication skills, both written and verbal
• Experience with interacting with a variety of customer types
• Strong interpersonal skills with staff and all levels of the Organization
• Experience answering technical questions via phone
• Strong organizational and time management skills
• Ability to multitask and prioritize in a fast-paced environment
• Ability to handle multiple tasks and varying call volumes
• An ability to work independently and as part of a team
• Ability to learn and absorb information with regard to codes, compliance, and product offerings
• Other demands include but not limited to oral, written, and presentation/communications skills.

Working Conditions:
This position may require occasional after-hours support or on-call availability depending on client needs. Remote and in-office work options may be available.

Education:

Associate degree or higher in a technical field such as Information Technology, Electronics, Plumbing Technology, or a related discipline.

Equivalent work experience may be considered in lieu of formal education.

Job Summary:
We are seeking a dedicated and detail-oriented Technical Support Specialist to join our team. This individual will be the first point of contact for clients needing assistance with our Leak Defense System. The ideal candidate has a strong technical aptitude, excellent communication skills, and a passion for helping others resolve issues efficiently and effectively.

Key Responsibilities:

• Handle incoming technical support calls related to Leak Defense Systems.
• Troubleshoot product issues and guide clients through problem resolution steps.
• Identify and coordinate the shipment of warranty replacement parts as needed.
• Identifying and correcting more complex problems associated with start-up.
• Developing on-going relationships with customers to secure future business.
• Train customers on the features of the equipment they have purchased.
• Provide pre-installation, during-installation, and post-installation support to installers.
• Assist alarm technicians with the integration of our systems into whole-home monitoring setups.
• Manage and respond to support-related emails and voic